Getting membership set up and charged and it's not me

[Gill]

Hi,

Anyone else finding that every month they suddenly get subscribed to a new channel (ours is cinema) that you don't want have not signed up to and then get charged for it. It happened in December and then again in January. I changed the password and the PIN - only I know it and it happened again. I try to complain via the chat bot but no help 

[gavs82008]

@Gill 

Changing the password won't do anything unless you force a sign out of all devices. See this link.
https://help.nowtv.com/article/tips-to-help-you-keep-your-account-secure

To speak with staff you need live chat, avoid 'Get help quicker' like the plaque. Make sure to be signed in and use the 'How to get in touch' drop down.
https://help.nowtv.com/get-in-touch/tv/feedback-complaints

[Gill]

Thanks Gavin. Forgot to mention I’d done the sign out of all devices - the advisor on chat told me to do that.

[gavs82008]

@Gill 

Ah ok cool, then you are doing and have done as much as possible. 

Definitely lodging a complaint for sure that it keeps happening despite a payment PIN being on your account ☹️

A few ways you can lodge the complaint and also taking it to the next stage if you're unhappy. See this link.
https://help.nowtv.com/article/how-to-submit-a-complaint

[Gill]

Thanks Gav, I’m chatting with an adviser now and she’s helping sort it. Thanks very much for providing some replies and supporting me.